建立一個(gè)有效的結(jié)構(gòu)OrganizinganOperationalStructure,6.0客戶關(guān)懷CustomerCare,5.0運(yùn)營(yíng)管理OperationsManagement,前臺(tái)接待8個(gè)步驟FrontReceptionProcedure(8Steps),保修流程WarrantyProcessFlow,時(shí)間和出勤記錄Timeandattendancerecording,4.0建立一個(gè)有效的結(jié)構(gòu)OrganizinganOperationalStructure,單據(jù)的順序OrderScheduling,終檢/質(zhì)量控制Final/QualityControl,車間流程WorkshopFlow,返修工作流程ReturnJobFlowChart,資源控制InventoryControl,出納Cashier,6.0客戶關(guān)懷CustomerCare,5.0運(yùn)營(yíng)管理OperationsManagement,4.0建立一個(gè)有效的結(jié)構(gòu)OrganizinganOperationalStructure,前臺(tái)接待8個(gè)步驟FrontReceptionProcedure(8Steps),預(yù)約服務(wù)AdvanceBooking,接待服務(wù)ReceptionProcess,初步檢查VisualInspection,監(jiān)控流程MonitoringJobProcessing,確認(rèn)工單WritingupRepairOrder,終檢FinalInspection,解釋工作JobExplanation,跟蹤服務(wù)Follow-up,8Steps,預(yù)約服務(wù)AdvanceBooking,為客戶提供友好的預(yù)約建議Offercustomerfriendlybookingdatesuggestions,持續(xù)利用車間生產(chǎn)力Ensurecontinuousworkshopcapacityutilisation,考慮接車與車間生產(chǎn)力Considerreceptionandworkshopcapacityutilisation,機(jī)動(dòng)靈活地處理客戶Processcustomermobilityifrequired,記錄客戶需求Registercustomerrequest,預(yù)訂/儲(chǔ)備所需零件Reserve/orderneededspareparts,檢查車輛歷史以便做招回服務(wù)和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs,用預(yù)約工單形式準(zhǔn)備接待客戶Preparecustomersvisitbyopeningapre-order,提供報(bào)價(jià)Providepriceestimate,目的Purpose,幫助服務(wù)中心理解前臺(tái)預(yù)約流程ToassistServiceCentertounderstandoperatingprocessofAdvanceBookingatfrontline.ABFC1.JPG,預(yù)約流程AdvanceBookingFlowChart,預(yù)約的好處：TheadvantageofAdvanceBooking,客戶被按時(shí)接待Customerisreceptedontime,服務(wù)速度提高Speedofserviceimproved,客戶得到周到的服務(wù)PerfectCustomerCare,鼓勵(lì)客戶做預(yù)約EncouragingCustomerstoMakeAppointment,接待服務(wù)ReceptionProcess,完整貼切的檢查客戶/車輛擋案Checkcustomer/vehicledataoncompleteness/rightness,處理工單Processworkshoprepairorder.,靈活的處理客戶Supportcustomerinthematerofmobility,確認(rèn)工作范圍Determineandregisterscopeofservice/repair,迎接客戶Greetcustomer,客戶等待時(shí)的服務(wù)Lookafterthecustomerduringthewaitingperiod,交車時(shí)間Determinerepairdeadline,檢查車輛歷史以便做招回服務(wù)和返修Checkvehiclehistoryforopenservicemeasures/repeatrepairs,目的Purpose,幫助服務(wù)中心理解前臺(tái)接待流程ToassistServiceCentertounderstandoperatingprocessofReceptionatfrontline.RPFC1.JPG,接待流程ReceptionProcessFlowChart,初步檢查VisualInspection,與客戶一起進(jìn)行檢測(cè)Executepre-diagnosetogetherwiththecustomer,TheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.,初檢的好處是維修顧問(wèn)可以指出故障并提出建議。同時(shí)他可以對(duì)客戶不注意的易損件進(jìn)行檢查。,確認(rèn)工單WritingupRepairOrder,Therepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.,工單是維修廠的工具，是MB維修中心與客戶之間的合同。因此工單的書寫必須十分清楚而且易懂。,監(jiān)控流程MonitoringJobProcessing,終檢FinalInspection,為滿足客戶期望：Toensurethisexpectationissatisfied:,每一個(gè)客戶對(duì)維修廠有很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.,終檢是必要的FinalQualityControlisnecessary,解釋工作JobExplanation,解釋維修內(nèi)容及質(zhì)量報(bào)告Explainrepairandqualityreport,將車輛及鑰匙交與客戶Handovervehicleandkeystocustomer,將客戶帶到維修顧問(wèn)面前Transferofthecustomertotherespectiveserviceadvisor,感謝客戶并道別Thankcustomerandsaygood-bye,解釋發(fā)票內(nèi)容Explainrepairinvoice,迎接客戶Greetcustomer,提供給客戶的信息Whatinformationisgiventothecustomer?,工作內(nèi)容theworkcarriedoutonthevehicle發(fā)票內(nèi)容thecompositionoftheinvoice終檢結(jié)果thedefectsdiscoveredonthevehicle車輛的總體情況thegeneraltechnicalconditionofthevehicle下次必做的工作workthatmaybecomenecessarylater,跟蹤服務(wù)Follow-up,交車后3天后與客戶聯(lián)系Contactcustomerlatestabout3daysafterhehastakenthevehicleback,就每一項(xiàng)工作結(jié)果討論Discusstheresultswiththerespectiveserviceteams,更新客戶檔案Updatecustomerdatabase,更正錯(cuò)誤Initiatecorrectiveactions,記錄客戶建議Documentthecustomerscomments,分析結(jié)果Analysetheresults,服務(wù)顧問(wèn)表現(xiàn)評(píng)估SAPerformanceEvaluation,1.主動(dòng)向客戶推薦，并根據(jù)車間工作情況進(jìn)行預(yù)約Handling&promotingofadvancebookingaccordingtoworkshopcapacity,2.在客戶到來(lái)之前準(zhǔn)備預(yù)約工單和維修記錄PreparationofPre-orderwithhistorycardsbeforecustomervisit,3.按到達(dá)順序接待客戶Dealingwithcustomersinorderofarrival,4.迎接及問(wèn)候客戶Promptgreeting&attendancetocustomersuponarrival,5.個(gè)人儀表Appearanceoftheperson,6.談話的方式Styleofconversation,服務(wù)顧問(wèn)表現(xiàn)評(píng)估SAPerformanceEvaluation,8.在客戶面前對(duì)車輛進(jìn)行系統(tǒng)的檢測(cè)Vehicleinspection&systematiccheckinginthepresenceofcustomer,9.診斷的正確性Accuracyofdiagnosis,10.主動(dòng)推薦保養(yǎng)維修項(xiàng)目Recommendserviceorrepairjobtocustomer,11.向顧客提供價(jià)格與交車時(shí)間的估算Preparationofestimates&deadlines,12.所開工單的精確性Veracityofgeneratingrepairorders,7.仔細(xì)傾聽(tīng)并認(rèn)真記錄客戶的要求及對(duì)故障的描述Listeningcarefullytoandrecordingcustomersrequirementsanddescriptionsofvehicleproblem,服務(wù)顧問(wèn)表現(xiàn)評(píng)估SAPerformanceEvaluation,15.交車時(shí)對(duì)客戶的關(guān)注Attendanceofcustomerduringvehicledelivery,16.向客戶解釋維修項(xiàng)目以及更換零件的項(xiàng)目Explanationofrepairbills&partsreplacementtocustomers,17.向客戶道別的方式Finalgreetingapproach,18.交車后的跟蹤服務(wù)Follow-upservice/callstocustomeraftervehicledelivery,14.交車前進(jìn)行檢查PerformingofFinal/Qualitycontrol,13.跟蹤與監(jiān)控工作的進(jìn)程Follow-up&monitoringofworkinprogress,服務(wù)顧問(wèn)表現(xiàn)評(píng)估SAPerformanceEvaluation,6.0客戶關(guān)懷CustomerCare,5.0運(yùn)營(yíng)管理OperationsManagement,4.0建立一個(gè)有效的結(jié)構(gòu)OrganizinganOperationalStructure,車間流程WorkshopFlow,幫助服務(wù)中心理解車間流程ToassistServiceCentertounderstandoperatingprocessofJobFlowforworkshop.WorkshopFC1.JPG,目的Purpose,6.0客戶關(guān)懷CustomerCare,5.0運(yùn)營(yíng)管理OperationsManagement,4.0建立一個(gè)有效的結(jié)構(gòu)OrganizinganOperationalStructure,保修流程WarrantyProcessFlow,幫助服務(wù)中心理解保修流程ToassistServiceCentertounderstandoperatingprocessofWarrantyClaim.WarrantyFC1.JPG,目的Purpose,保修流程WarrantyProcessFlow,6.0客戶關(guān)懷CustomerCare,5.0運(yùn)營(yíng)管理OperationsManagement,4.0建立一個(gè)有效的結(jié)構(gòu)OrganizinganOperationalStructure,終檢/質(zhì)量控制Final/QualityControl,目的Purpose,幫助服務(wù)中心理解終檢/質(zhì)量控制流程ToassistServiceCentertounderstandoperat